Customer Success Manager
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Job Description
Customer Success Manager for JOOR enhancing client relationships in fashion wholesale. Advocating for clients and driving business growth through strategic account management.
Responsibilities:
- Develop a trusted advisor relationship with customers, ensuring all activities are closely aligned with the client’s business case and business strategy
- Establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment
- Understand and assess customer requirements, level of adoption of the service and corporate structure as it applies to JOOR roll out and adoption
- Foster a sense of urgency, professionalism and execution that establishes a new level of expected customer service performance
- Be an advocate for client feature requests and work cross functionally with our Product, QA and Data team to help move projects forward
- Drive increased engagement for new and existing customers
- Strategize and identify how the team can increase renewal rates and keep our churn rate near zero
- Strategically expand our revenue in accounts through cross-sell and upsell
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Drive new business growth through greater advocacy and reference ability
Requirements:
- 2+ years of experience managing accounts or owning a book of business required
- Experience in fashion wholesale and or using JOOR is a plus
- 3-5 years of relevant work experience in SaaS, Account Management or Strategy Consulting preferred
- Excellent presentation, written, and oral communication skills
- Strong negotiation and sales skills
- Experience collaborating with cross-functional teams a plus
- A proactive, consultative account manager
- An ability to handle difficult upselling and reselling conversations
- A scrappy go-getter
Benefits:
- Competitive base salary and performance-based variable earnings
- Access to international trade shows and market weeks to see the product in action
- Collaborate with our teams around the world
- Private Medical, Dental, & Vision coverage
- Opportunities for growth and development through various internal initiatives
- Transparency into the state of our business via quarterly all-hands meetings, showcasing the company’s performance in relation to revenue and growth.
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